Raphaël Lustin

Experience

Captain Train offers an efficient platform for buying train tickets.
Just train tickets. No air travel. No car rental. No booking fees.

My job was to allow the customer support team in to deliver a great
experience, mainly ensuring that they could answer customer quickly and
accurately using great tools. It was a full-stack position, improving
the overall experience, eliminating customer issues at the source and
thus reducing the contact rate.

Missions

Designing and improving workflows and internal tools in use by the
customer support team (back-office, ticket managment system, agent
tools…);

Fixing any full-stack issue on the product, that were leading to
too much contacts for the customer service team, and when other teams
may not be available;

Realisation of a state-of-the-market research of France’s private
clinics, from public and private data, linking construction, real
estate and medical performance. Research of indicators allowing
prediction of change in health sector. Creation of a legal and
judiciary monitoring tool.

Education

French Baccalauréat with honours
Lycée Carnot, Paris — June 2007

Interests

Music

16 years of French bassoon, including 9 years in Paris conservatoires.
Section Musique-Etudes of INSA. Bassoonist at the Harmonie,
trombonist at the Band’As (brass band) and with the INSA big band.
Composition of electronic music.